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ITSM Administrator II - Vertis North

Basic Information

Ref Number

Req_00102924

Last day to apply

31-May-2023

Primary Location

Vertis North

Country

Philippines

Job Type

Support Positions

Work Style

Hybrid

Description and Requirements

Functional Responsibilities:

  • Monitors all IT Alerts.
  • Validate Alerts and determine Impact (Event).
  • Based on impact - promote the event to the appropriate Priority as defined in our ITSM
  • Notify the Service Desk, Tier 3 support, TAM, and RTAM of the Event.
  • Report issues to Service Providers / Vendors.
  • Set up a technical support bridge.
  • Provide support by providing logs/alerts prior to and during events to support teams.
  • Optimize Alerting by eliminating False Positives.
  • Communicate Critical Event status and impact to Management Staff (i.e.Supervisor, Manager,
  • Director, VP, and Client).
  • Ensures that open/pending cases are addressed and closed within the SLA
  • At the end of the Shift, communicate/hand over all active Events to the next shift for continuity.

Additional Job Description

Position Summary

The primary responsibility is to manage and monitor all TI IT events/alerts. Then assess and validate the severity of the signal. Collaborate with the Service desk. Escalate major issues to Tier 3, TAM’s and RTAM’s and effectively communicate critical events. Provides IT support services and assists in problem identification and resolution by providing support teams visibility to all alerts that occurred prior to the event and during the event. Drives compliance to all processes and procedures regarding the resolution and rectification of I.T. system problems/issues.

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.   We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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